Loyalty Experience Leader Sr

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Job description

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future!

Location
Torrance, CA

Job Purpose
The Loyalty Experience Leader, part of the CX Analytics & Strategy department, CX Division, directs strategy and activation to reward, recognize and improve enterprise customer loyalty and customer lifetime value. Leveraging loyalty knowledge, customer insights, competitive information, and data-driven analysis, he(she) will provide strategic and project leadership across Honda teams to design, test and scale loyalty experience initiatives. Specifically, the Customer Loyalty leader will be responsible for:

• Lead loyalty experience - projects across Honda enterprise along with the Head of Customer Loyalty, focused on the design and roll out of Honda's Loyalty Experience initiatives

1. Proactively recommend and design loyalty experience use cases and then plan for scale of successful PoCs into digital and dealer and partner channels
2. Design and lead loyalty workshops and other work sessions along with Head of Loyalty, and with CX strategy and design partners, internal partner teams and external partners and agencies
3. Lead the day-to-day relationship with loyalty vendor(s) including managing the scope of work and deliverables supporting loyalty experience projects
4. Serve as primary business project manager lead for loyalty and experience projects conducted by the team, leveraging agile practices and ceremonies

• Develop and own the KPI tree for loyalty experience and overall customer loyalty measurement in partnership with Analytics and VoC teams and with the Head of Customer Loyalty
• Support materials creation for executive reviews, sprint reviews, and other presentations
• Support business units to identify and address opportunities for loyalty improvement by leveraging customer insights across the customer loyalty journey
• Present complex findings to internal and external stakeholders in a clear and concise manner.

Key Accountabilities

• Lead and support the design, delivery and measurement of customer loyalty experience initiatives
• Collaborate with business teams and partners to identify and shape and measure loyalty experience initiatives
• Lead the loyalty measurement of PoCs and overall loyalty health at Honda in partnership with analytics and VoC and research teams
• Lead and deliver assigned loyalty and personalization strategy projects
• Serve as primary business project manager for loyalty projects
• Support increasing knowledge of loyalty experience at Honda

Support increasing utilization / knowledge of loyalty experience:

• Serve as internal SME on loyalty experience and state of loyalty
• Monitor market and competitive strategies with perspective on Honda response

Reporting and presentations:

• Support with preparing presentation updates on project progress work to Customer Experience leadership during bi-weekly sprint reviews & related projects and meetings.
• Publish reports and findings on test and learn initiatives to increase the use of personalization strategies throughout marketing and product teams

Qualifications, Experience, and Skills

• Degree in a related field, MBA preferred.
• 7+ years in loyalty, digital marketing, customer strategy, insights creation, or other relevant experience
• Strong communication skills, storytelling, utilize data analysis to drive business improvement
• Experience working with internal stakeholders and channels to improve business processes and customer experience
• Knowledge of how loyalty initiatives work, particularly experiential, non-points-based loyalty strategies and initiatives
• Data analysis and insights creation
• Working experience across digital transformation, marketing systems, data strategy and customer strategy formulation
• Hands-on experience developing executive presentations and pitching ideas at the senior level
• Demonstrated strong collaborative, leadership, and interpersonal skills. Able to interact with diverse stakeholders across the organization
• Demonstrated strategic decision-making mindset

Workstyle

• Hybrid
• 5% Travel

Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?

Total Rewards:

• Competitive base salary
• Overtime compensation
• Annual Bonus
• Associate lease car program with a cost
• Industry leading Benefit Plans (Medical, Dental, Vision)
• Paid time off, including vacation, paid holidays, sick time, personal days
• 401K Plan with company match + additional contribution
• Relocation assistance (if eligible)

Career Growth:

• Advancement opportunities
• Career mobility
• Education reimbursement for continued learning
• Training and Development programs

Additional Offerings:

• Wellbeing program
• Community service and engagement programs
• Product programs
• Free drinks onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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